IDC's Small and Medium Business Markets: IT Services and Support is an optional research module of IDC's SMB program. It examines the changing mix of SMB technology services by four service types: networking services, application services, infrastructure services, and business process outsourcing (BPO). Channel preferences, including use of managed service providers, are examined as well as the shift from on-premise to services-based solutions. (This research is a useful complement to the cloud services module.) IT service provisioning and migration for different technology are examined in detail, from in-house approaches to support service contracts and managed services.

• Spending and service use by key categories: Networking services, application services, infrastructure services, and business process outsourcing
• Technology support used by SMBs by category: PCs, smartphones, tablets, printers/multifunction peripherals (MFPs), network services, software applications
• Internal versus external IT resources: Presence of full-time and part-time IT staff, use of online support, service contracts, à la carte arrangements
• Use of service support and managed services: For management/operations/support

• SMB IT Services Spending Forecast 2012–2016 by Size Category: Small Business (<100 employees), Lower Medium-Sized Business (100–499 employees), and Upper Medium-Sized Business (500–999 employees)
• Share of SMB IT Services by Type — Networking Services, Application Services, Infrastructure Services, and BPO
• U.S. User Adoption Trends by Company Size and Industry
• SMB Support Strategy for Key Technology: PCs, Tablets, Smartphones, Printers/MFPs, Servers, Storage, Networking Equipment, Operating System Software, and Applications Software

In addition to the insight provided in this service, IDC may conduct research on specific topics or emerging market segments via research offerings that require additional IDC funding and client investment.

1. How does SMB IT services spending vary by company size? Which segments are showing the greatest growth?
2. Who are the key IT services providers for SMBs, what is their profile, and what are key supply-side trends?
3. What is user behavior relative to IT services — how do adoption rates vary by service type and company size, how are providers selected, how do SMBs compare with enterprises?
4. Where are SMBs most advanced in their thinking about support, and where are they most in need of help from vendors and channel partners?
5. What characterizes firms with the largest share of service spending?
6. How do SMBs differ by vertical industry in adoption and use of different IT services?

• Use of different sources for service support and managed services: Independent support provider, local IT reseller/VAR, national IT reseller/VAR, national systems integrator, retailer/direct marketer, telco, IT manufacturer, copier dealer, printer/MFP vendor
• SMB trends toward IT repair/maintenance service support contract consolidation
• Trends toward conversion of IT repair/maintenance service contracts to managed services contracts
• U.S. SMB markets: IT service buyer case study
• Internal support resources by company size and industry: Presence of full-time IT staff
• SMB vertical market profile of IT services use
• IT services vendor profiles — key provider categories

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